Care Quality Commission Engagement sessions, 28 Jul 2021

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From YouTube: CQC People's experience of care feedback session

Description

Hear the key points which came out of the discussions in the breakout rooms.

A

That session cut off mid-sentence.

A

No, no, it's all right, it always happens, um but you know thank you for bringing us back, but just apologize to those that were cut off um so just looking at the uh feedback. I think a lot of it reflects the discussion. We had that.

A

There's a need for us to be clear about how we're gonna hear from people who aren't able to feedback, aren't able to contact cqc. Don't you know, uh are gonna struggle to feed back. How are we going to hear about their experiences, um the enabling of people to feedback?

A

I think that seems to be a bit of a common theme throughout the groups: uh support for people, people who don't verbally communicate for example, so we need to be clear about that um also um a bit of a concern that probably is coming through here that people's experiences are quite sub, obviously in themselves subjective.

A

So how do we? um How do we account for that when we are considering what people are telling us, because one person's experience of the same type of service, the same quality of care, maybe may be very different to another's? It might be good for one and bad for another. So how do we sort of look at that and use those experiences properly?

A

um Also the tendency for feedback to be negative. So how are we going to balance that out with the positive feedback, um a sort of um acknowledgement that it is the provider's responsibility to be hearing feedback first and addressing it and handling it, and by the time someone tells cqc that something has gone terribly wrong and providers need that opportunity to address the concerns that that are coming up.

A

Just scrolling through uh yeah the, how will we get feedback from people in the seldom heard communities? We are absolutely looking at that um something about the language of of what we're using in the um slides in the principles need to be simpler, plain english.

A

I think there's broad agreement that the principles seem sensible, there's nothing to argue much there with, apart from needing to make clear that, um there's a need to encourage and enable people who gonna find it difficult to feedback um to make that clearer.

A

But some desire to see what that looks like in practice, and um I think some concerns about what that might look like in practice, but also some um seeing it as an opportunity to really showcase good working in this area in providers and yeah acknowledgement of the need for a feedback loop.

A

I hope that's a good summary of um what what was going on in the breakout rooms, but does anyone have anything that they particularly want to highlight that either that I've missed or that needs highlighting.

B

I think you covered it really well jill thanks.

A

Good. Thank you.

A

So we had a really um really interesting and insightful discussion in our group, and I hope that um others had the same. It was so helpful in helping us take this work forward and we do want to continue to um develop all of this with you and with.

A

Others and so last call anything uh that any of the any of the breakout groups want to raise. That was a particular importance to your group.

B

I think just for just one thing to really emphasize from our group jill that came out really strong was just a real willingness for um providers to work with cqc to get more experiences, and you know a reflection that um they probably have a lot of feedback already that could be shared with cqc really help us in this space. So a big, you know a big opportunity there for us. I think.

A

Yeah, I definitely totally agree.

A

Amanda. Sorry, you've got your hand up.

C

Yeah just a couple of things from our group, um we covered general practice and it's about ensuring that, when we're hearing feedback that we can establish which part of the system um people have their concerns or their compliments about um that, you know one one: one out of hours can flow into general practice um concerns about uh access, maybe a commissioning and.

A

C

That are outside the gp's control.

A

C

You know that we have a system where we can recognize that and also the ability for non-english speakers to be able to provide feedback.

A

Yes, thanks amanda both points really important and the first one. I think our new data systems will enable us to better identify what the complement or concern is about. Actually, and at the moment um you know, as you say, it could look as if it's about a gp practice, but actually be about something completely different.

C

A

We also had sorry.

C

We also had a gp on our call. Who's got a really good system. Electronic system for collecting.

A

C

Feedback instantly and whether we should be and could.

A

C

Better use of that you know absolutely.

A

C

It's instant feedback.

A

Yeah, it's something that um when we'd like to know more about, indeed the the different systems that gps are using, but I know that that's something we particularly want to explore.

A

A

Okay, well, if there's no more feedback. Thank you very much for taking the time to work with us on this really important area, um and thank you also to colleagues from uh tlap and to sam and to others that have helped us cqc colleagues that have helped facilitate the sessions. Today. We really really appreciate your time and for all the people that join the call.

A

We really appreciate you spending the time on this today, so thank you we'll be coming back to you with further developments in this area, but what's on the screen, now is various ways that you can stay up to date with what what's going on in in cqc and the changes that we are wanting to develop with you.

A

So thank you, everybody!

A

Thank you and we'll see you soon.

C

Bye. Thank you. Thank.

A

You bye-bye thank you, bye, bye, bye. Thank you very much.

B

C

C

C